Complaints and Appeals
CARES is committed to maintaining the highest standards of integrity, impartiality and service across its certification, validation and verification activities. We take all complaints and appeals seriously and investigate them in accordance with documented procedures to ensure they are handled fairly, consistently and without bias.
Complaints may relate to:
• The activities or conduct of a CARES certified organisation, validated or verified organisation.
• The performance of CARES, its personnel, auditors, validators, verifiers or subcontractors.
• A certification, validation or verification activity undertaken by CARES.
All complaints are reviewed, investigated as appropriate, and recorded. Complainants will be kept informed of progress and outcomes where possible.
Complaints received by certified, validated or verified organisations from their customers
These complaints should initially be handled by the organisation concerned in accordance with the requirements of the applicable certification, validation or verification scheme and its own documented procedures.
Complaints made to CARES regarding organisations certified, validated or verified by CARES
CARES
In the first instance, please contact the Chief Executive Officer at:
Pembroke House
21 Pembroke Road
Sevenoaks
Kent TN13 1XR
United Kingdom
Email: leebrankley@carescertification.com
Tel: +44 1732 450 000
CARES Hong Kong
In the first instance, please contact the Regional Operations Director at:
35th Floor, Central Plaza
18 Harbour Road
Wanchai
Hong Kong
Email: chinsengyap@carescertification.com
Tel: +852 3960 6398
CARES Certification Pte Ltd (Singapore)
In the first instance, please contact the Regional Operations Director at:
435 Orchard Road
#11-00 Wisma Atria
Singapore 238877
Email: chinsengyap@carescertification.com
Tel: +65 6701 8212
CARES Certification Pty Ltd (Australia)
In the first instance, please contact the Scheme Manager (Construction) at:
246 Pacific Highway
Crows Nest
NSW 2065
Email: ianbell@carescertification.com
Tel: +44 759 250 1539
CARES Middle East Compliance Certifications L.L.C
In the first instance, please contact the Scheme Manager (Steel) at:
Office No – M26
The Business Center, Al Gharhoud
Al Garhoud
Dubai
PO Box 35551
Email: mattpalmer@carescertification.com
Tel: +44 792 026 8325
Complaints regarding the performance of CARES or its personnel
CARES
In the first instance, please contact the Chief Executive Officer at:
Pembroke House
21 Pembroke Road
Sevenoaks
Kent TN13 1XR
United Kingdom
Email: ayhantugrul@carescertification.com
Tel: +44 1732 450 000
CARES Hong Kong
In the first instance, please contact the Chief Operating Officer at:
35th Floor, Central Plaza
18 Harbour Road
Wanchai
Hong Kong
Email: ayhantugrul@carescertification.com
Tel: +852 3960 6398
CARES Certification Pte Ltd (Singapore)
In the first instance, please contact the Chief Operating Officer at:
435 Orchard Road
#11-00 Wisma Atria
Singapore 238877
Email: ayhantugrul@carescertification.com
Tel: +65 6701 8212
CARES Certification Pty Ltd (Australia)
In the first instance, please contact the Chief Operating Officer at:
246 Pacific Highway
Crows Nest
NSW 2065
Email: ayhantugrul@carescertification.com
Tel: +61 447 220 798
CARES Middle East Compliance Certifications L.L.C
In the first instance, please contact the Chief Operating Officer at:
Office No – M26
The Business Center, Al Gharhoud
Al Garhoud
Dubai
PO Box 35551
Email: ayhantugrul@carescertification.com
Tel: +971 42877317
Escalation of complaints
Where a complainant is dissatisfied with the outcome of a complaint, they may request an independent review by the Chief Executive Officer of CARES. Such requests should be submitted in writing and will be considered by personnel who have not been directly involved in the matter wherever practicable.
Appeals (Applicants and Approved Companies)
Applicants and clients may formally request CARES to reconsider a decision relating to:
• Certification applications, certification status or certification decisions.
• Validation activities, validation conclusions or validation statements.
• Verification activities, verification conclusions or verification statements.
• Any other conformity assessment decision affecting the applicant or approved company.
Appeals shall be submitted in writing to the CARES Chief Executive Officer at leebrankley@carescertification.com (or a nominated representative via secretary@carescertification.com) within one month of the date of notification of the decision.
Appeals will be reviewed by competent personnel who were not involved in the original evaluation or decision-making process. CARES will ensure that the review and decision on the appeal are undertaken objectively and impartially. The appellant will be informed of the outcome of the appeal in writing. Submission, investigation and resolution of an appeal shall not result in any discriminatory actions against the appellant.